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Added 3 mins ago
WC
(CAN) Team Leader, Transportation (Contract - 14 Months Maternity Coverage) Mon-Fri 1:00am to 9:30am
Walmart Canada
Surrey, BC
- Full-time
Able to cross function as Traffic/Admin Team Leader with understanding of inbound, outbound, yard operations and Transport dynamics (equipment, shunt).
Added 3 mins ago
BM
Retail Store Supervisor - Winter - Full-time
Blue Mountain Resort
The Blue Mountains, ON
- Full-time
The Store Supervisor, Retail is responsible for supporting the daily operations of the retail store while delivering exceptional guest experiences and driving sales performance. This role…
Added 3 mins ago
TO
Camp Director/Vendor Camp Director (Summer Camp 2027)
Town of Newmarket
Newmarket, ON
- Temporary
Manage day-to-day camp operations and ensure safe delivery of camp programs.
Added 3 mins ago
TO
Camp Director
Town of Newmarket
Newmarket, ON
- Temporary
Manage day-to-day camp operations and ensure safe delivery of camp programs.
Added 3 mins ago
T
Wind Technician, LN Cap-Chat
TransAlta
Matane, QC
- Full-time
Added 3 mins ago
M
Operations and Financial Coordinator
Marsh
Toronto, ON
- Full-time
Marsh’s Workforce & Rewards practice is seeking a Operations and Financial Coordinator to join our Toronto or Montreal team.
Added 3 mins ago
Z
Azure Cloud Platform Engineer + ADF
Zoho
Toronto, ON
- Contract
Support and optimize Power BI platform environments
Added 3 mins ago
NH
Quality Supervisor
Norsk Hydro
Mississauga, ON
- Full-time
…tools help us better understand work‑related strengths and support a fair and consistent hiring process. Any assessment results are reviewed together with your experience, qualifications,…
Added 3 mins ago
AL
Air Freight Specialist (Import & Export)
Apex Logistics International
Richmond Hill, ON
- $50,000 to $60,000 CAD / year
- Full-time
This role is responsible for coordinating and managing daily import and export air freight operations to ensure shipments move efficiently, accurately, and in compliance with customs and…
Added 3 mins ago
AS
Associate General Manager
Amica Senior Lifestyles
Toronto, ON · North York, ON
- Full-time
You will assist the General Manager with management of day-to-day operations within the residence. You will help with the execution of business strategies, plans and programs. As the…
Added 3 mins ago
GI
Warehouse Associate
Grimco, Inc.
Dartmouth, NS
- $21 to $22 CAD / hour
- Full-time
Proficient in basic computer operations including printing tickets, using shipping software, MS Office Suite, and ERP systems.
Added 3 mins ago
M
Senior Project Manager
Multiplex
Toronto, ON
- Full-time
Critically evaluate information from company operations and support departments and challenges the process as needed
Added 3 mins ago
P
Software Developer
Proven
Calgary, AB
- Full-time
…business systems that run the firm, and technical tools that support our engineering and environmental practices. They run on our own Azure platform and integrate with our core enterprise…
Added 3 mins ago
EI
Accountant- CPA
ExcelGens, Inc.
Montreal, QC
- Contract
We are looking for an experienced Senior Advisor – Controllership to support financial reporting, technical accounting, governance, and business performance management.
Added 3 mins ago
T
Senior Business Analyst
Teqfocus
Markham, ON
- Full-time
Create process maps, requirements documents and decision records to support delivery teams.
Added 3 mins ago
DU
Field Operations Data Acquisition Coordinator
Dalhousie University
Halifax, NS
- Full-time
Position Title Field Operations Data Acquisition Coordinator
Added 3 mins ago
T
Wind Technician, Melancthon
TransAlta
Kitchener, ON
- Full-time
…operating and maintenance standards, procedures, and processes, support the development and implementation of operations and maintenance strategies, and help ensure regulatory compliance…
Added 3 mins ago
GC
Field Operations Associate II
Grainger Canada
Oshawa, ON
- Full-time
W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working® by serving more than 4.6 million…
Added 3 mins ago
AW
Deployed OSO Training & Competency Assurance Advisor
Agilus Work Solutions
Calgary, AB
- Contract
Training & Competency Assurance Advisor to support workforce capability, compliance, and operational excellence across our Oil Sands operations. This role is responsible for coordinating…
Added 3 mins ago
M
Project Manager
Multiplex
Toronto, ON
- $125,000 to $145,000 CAD / year
- Full-time
…Provide overall administrative and technical expertise and support for a large or complex construction project or an area of a mega project. Accountable for safety, budget, quality,…
Added 3 mins ago
BG
Director, Business Development, Pension Risk Transfer
BMO Groupe financier
Toronto, ON
- Full-time
…manage relationships with pension consultants and plan sponsors, support the execution of PRT transactions, and contribute to the development and implementation of the business’s broader…
Added 3 mins ago
B
Bilingual Facility Services Manager (EN/FR)
BGIS
Montreal, QC
- Full-time
The Facility Services Manager is accountable for day-to-day operations, vendor management and service management for the client(s) they support, as well as, data verification, reporting and…
Added 3 mins ago
S2
Shipping Manager
Solutions 2 GO Inc.
Brampton, ON
- $70,000 to $75,000 CAD / year
- Full-time
Are you ready to move distribution forward? Solutions 2 GO is a premier global distributor of video game products. With operations reaching 19 countries in North, Central and South America,…
Added 3 mins ago
V
Communications & Business Operations Internship
Vancity
Vancouver, BC
- Full-time
This role will support the development of a more strategic, consistent and streamlined approach to Banking Operations communications. Working with Banking Operations leaders and subject…
Added 3 mins ago
M
Specialist, Environmental Affairs
Morguard
Mississauga, ON
- Full-time
The Specialist, Environmental Affairs is accountable to the Manager, Environmental Affairs in the support, enhancement and promotion of Morguard’s environmental management system and…

Manulife

Assistant Manager, Business Support – Canada Contact Centre, Bank & Affinity

Halifax, NS, Canada
Waterloo, ON, Canada
Montreal, QC, Canada

$71,475.00 CAD - $119,125.00 CAD · Full-time

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Job details

Pay: $71,475.00 CAD - $119,125.00 CAD
Job type: Full-time
Apply by: Nov 16, 2026
Posting language: English
Posted: Nov 2, 2026

Original job description

This new role within the Canada Contact Centre, Bank & Affinity is an exciting opportunity to broaden your business knowledge, strengthen your analytical and leadership capabilities, and gain exposure to senior leaders and partners across Operations. You will turn operational data, global analytics and customer feedback into clear insights, support complex escalations, and help identify opportunities that make service easier, faster and better for our customers and employees. This is an ideal next step for a curious, accountable professional who enjoys analyzing information, solving problems, influencing outcomes and building a career within Canada Contact Centres. This is an individual contributor role reporting to the Director, Canada Contact Centre, Bank & Affinity.

Position Responsibilities:

Provide leadership and influence: Contribute actively to Bank & Affinity Contact Centre leadership discussions, helping identify business opportunities, solve operational challenges and translate insights into action. Model Manulife’s values, foster a positive growth mindset and support cross-functional initiatives that improve customer, employee and business outcomes.
Own and leverage global analytics: Bring together relevant global analytics, operational reporting and performance insights to identify trends, emerging risks and opportunities. Connect broader enterprise insights with the realities of the Bank & Affinity Contact Centre to help leaders understand what matters and where action may be required.
Turn data into insight: Mine, validate and analyze information from multiple sources to identify performance trends, customer friction, contact drivers, transfers, repeat contacts and opportunities for improvement.
Tell the performance story: Create accurate and meaningful weekly, monthly, quarterly and ad-hoc reporting and presentations. Translate complex information into a clear business story, highlighting trends, risks, opportunities and recommended areas of focus for leadership.
Manage escalations: Coordinate complex or sensitive management escalations from intake through resolution, ensuring clear ownership, timely communication and customer-focused outcomes.
Find and address root causes: Investigate escalations, complaints and recurring customer-contact drivers to identify underlying issues and recommend actions that reduce friction and prevent repeat concerns.
Support business decisions: Monitor key performance measures, global and local analytics, escalation themes and customer feedback. Elevate material risks and opportunities and provide insights that support timely, informed leadership decisions.
Drive continuous improvement: Use data, analytics and operational insights to identify opportunities to improve processes, technology, training, communications and controls, with a focus on customer and employee experience.
Build strong partnerships: Develop trusted relationships across Bank, Affinity and broader Operations. Partner with analytics, Workforce Management, Technology and other functional teams to bring together multiple perspectives and provide a holistic view of performance and the customer experience.
Support strategic and ad-hoc priorities: Provide analytical and business support for emerging priorities, leadership requests, business reviews and initiatives requiring deeper analysis, coordination or executive-level storytelling.

Required Qualifications:

Accountability and organization: Demonstrated ability to take ownership, manage competing priorities independently and consistently meet commitments.
Analytical capability: Strong analytical, problem-solving and operational judgment, with the ability to move beyond reporting the numbers to explain what they mean, why they matter and where attention may be required.
Data and reporting experience: Experience analyzing information from multiple sources and developing accurate reports, insights and presentations that support business decisions.
Business storytelling: Ability to simplify complex information and clearly communicate trends, risks, opportunities and recommendations to different audiences, including senior leaders.
Escalation management: Ability to investigate sensitive or complex issues, coordinate stakeholders, communicate clearly and drive matters through to resolution.
Continuous improvement: Experience using data, process improvement and technology to simplify work, strengthen controls and improve customer and employee outcomes.
Communication and influence: Strong written and verbal communication skills, with the ability to build trusted relationships and influence across functions and organizational levels.
Growth mindset: Curiosity, adaptability and the confidence to challenge established practices constructively while remaining connected to the realities of frontline operations.
Education or equivalent experience: A bachelor’s degree in business administration or a related field, or an equivalent combination of education and relevant experience.

Preferred Qualifications:

Experience within a Contact Centre, financial services, insurance or another regulated operational environment.
Knowledge of Canadian Contact Centre operations, with Banking and/or Affinity Insurance knowledge considered an asset.
Experience working with operational data, analytics, reporting or business intelligence.
Experience applying Lean, Six Sigma or other continuous-improvement methodologies.
Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

When you join our team:

We’ll empower you to learn and grow the career you want.
We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we’ll support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.

Referenced Salary Location

CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest

Working Arrangement

Hybrid

Salary range is expected to be between

$71,475.00 CAD - $119,125.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

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More about this job

Responsibilities

The Assistant Manager will analyze operational data and global analytics to identify trends, risks, and opportunities for service improvement. They are responsible for managing complex escalations, creating performance reports, and influencing leadership decisions through clear business storytelling.

Requirements

Candidates must possess strong analytical and problem-solving skills with experience in data reporting and escalation management. A bachelor's degree in business administration or a related field is required, along with the ability to build trusted relationships across functional teams.

Skills

Data analysis
Leadership
Operational judgment
Business storytelling
Escalation management
Continuous improvement
Process improvement
Communication
Relationship building
Analytical thinking
Problem solving
Reporting
Strategic planning
Stakeholder management
Lean
Six Sigma

Benefits

Health insurance
Dental insurance
Mental health support
Vision insurance
Short-term disability
Long-term disability
Life insurance
AD&D insurance
Adoption/surrogacy benefits
Wellness benefits
Employee assistance plan
Retirement savings plans
Pension plan
Global share ownership plan
Paid time off

Visa sponsorship

Not detected in the job text

Keywords

Contact Centre
Bank & Affinity
Operations
Data Analytics
Performance Reporting
Escalation Management
Continuous Improvement
Lean
Six Sigma
Business Intelligence
Financial Services
Insurance
Workforce Management
Technology
Customer Experience
Employee Experience
Risk Management
Strategic Support
Analytical Reporting
Operational Reporting

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